Automation

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This module enables the users to automate basic and repetitive tasks to free up the agents’ time and enhance the customer experience.

Based on various predefined events the system will execute an action automatically. The actions are fixed as listed below

  • Send an alert to the agent
  • Send an auto-response to the end user
  • Resolve the chat
  • Re-assign the chat to another available agent

Configuration of rules

All the rules are predefined and the admin can manage specific configurations. For ease of access, the rules are segregated into two sections and pages accordingly

Basic Automation section consists of the rules to send alerts to the agents and send an auto-response to the end user.

Chat Rules section consists of the rules to auto-resolve chats and auto re-assign chats

Configuration

To enable the rule you need to switch the toggle button ON, and configure the required details- time frame, message, additional exception check box whichever is applicable to the rule, and save the rules.

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Note

The configurations are at the team level. To configure the rules for multiple teams - you need to select the desired team from the drop down, configure the rules and save the rules for every team.

Maximum timeframe you can select is 12 hours for any rule

Automation configurations

Automation configurations

Rules explained

Below is a detailed explanation of each rule

TypeRule NameDescriptionRule structureNotes
Agent alert Unresponsive to a new chatIf the agent is not responding to a newly assigned chat, the alert will be sent on a configured time limitWHEN
a new chat has been assigned to an agent
And
The agent didn't send the first response
IF
The time from the chat assignment is greater than the configured time limit
THEN
Send a system notification to the agent
All messages are internal notifications.
The rule applies to the chats that are assigned by the system, assigned by the bot, self-assigned, and transferred chats.
Agent alertUnresponsive to an existing chatIf the agent is not responding to an existing chat, the alert will be sent on a configured time limitWHEN
A chat is being assigned to an agent and
The first response from the agent is sent and
The last message is sent by the customer and
The agent did not send a response
IF
The time from the last customer message is greater than the configured time limit
THEN
Send a system notification to the agent
All messages are internal notifications.
Auto responseGreet your customerA welcome message will be sent to the customer when an agent is assigned to a chatWHEN
a chat is being assigned to an agent
THEN
send a message
The rule applies to the chats that are assigned by the system, assigned by the bot, and self-assigned.
Not applicable for transferred chats. The rule will be triggered only once per chat for the first agent of the chat.
Auto responseEngage the customerA message will be sent to the customer at every set interval while waiting for an agent to be assigned.WHEN
a chat is routed to a team's queue
and
the chat status is unassigned
IF
the chat wait time is greater than the configured time limit
THEN
Send a message to the customer at every configured interval
Exception
If the check box is selected, do not repeat the message
Auto responseNudge the customerIf unresponsive to the agent's messages, a message will be sent to the customer at every set interval.WHEN
a chat is being assigned to an agent
and
the first response from the agent is sent
and
the last message is sent by the agent
and
the customer did not send any response
IF
time from the last agent's message is greater than the configured time limit
THEN
Send a message to the customer
Exception
If the check box is selected, do not repeat the message
Auto responseFarewell to the customerWhen the chat is closed a message will be sent to the customerWHEN
chat is closed by a user
THEN
Send a message to the customer
Exception
If the check box is selected, send the message to the system closed conversations also
If the WA session is closed, the automation engine will execute the rule but the message will fail to deliver
Auto resolve chatWhen the customer is unresponsiveThe chat will be resolved, when the customer is unresponsive to the agent's message, after a set time limitWHEN
a chat is being assigned to an agent
and
the first response from the agent is sent
and
the last message is sent by the agent
and
the customer did not send any response
IF
time from the last agent's message is > greater than the configured time limit
THEN
Resolve the chat
System messages will not be considered as the last message; An announcement will be added to the chat transcript indicating the action